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Change City Culture by Doing This…and What Else?
In the recent WTOC story City Council discusses budget, customer service, the City of Savannah is highlighted for their initiative to change the culture of the organization. They plan to setup...
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How to Avoid Refunding Fans
The New York Knicks are terrible – 9-37 as of today. And with the highest ticket average ticket prices in the NBA at almost $130 per seat per game, fans aren’t happy according to a recent New York...
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Districts Can Take Customer Service to HEART
“Customer Service” can be an uncomfortable phrase to use in the education world. We’ve seen this lack of comfort at the K12, community college, and university levels. There is often a discomfort with...
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Journalists are Sharing Patient Satisfaction Scores
It’s happening. We knew it would come. It’s not that the hospitals haven’t been measuring patient satisfaction for decades. It’s not that the Federal Government is just now monitoring patient...
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For School Districts, the “Nebulous” is Important
Parent satisfaction and student satisfaction are easily measured. The employment rate of high school graduates and the percentage of graduates moving to college are also easily gauged. The attendance...
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Redesign around Millennials (and Others, too!)
Millennials. I’ve been in so many meetings lately where they were the main topic of discussion. Why? Because they’re different. How they communicate, how they socialize with each other, why and how...
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Tap the Employee to Better Treat the Patient
In the article Hospital shows improved patient satisfaction, the author highlights a hospital that is using key strategies to drive up patient satisfaction. And in hearing Ivision Memorial Hospital...
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Orillia’s Orientation Toward Customer Service
I know, I know – Government customer service is an oxymoron – I’ve heard the joke often, but I’ve worked with too many local government organizations to believe it’s true. The reasons it’s difficult to...
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What We Can Learn from IRS Customer Service
In the article Report: IRS customer service lacking, the author shares the woes that customers/taxpayers have when working to get questions answered and issues resolved. And while many people have...
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Superintendent Promotes Super Customer Service
Students are not customers. Parents are not customers. Vendors are not customers. Co-workers are not customers. I hear these statements all the time from people in Education who don’t like the...
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Push the Patient Forward
What drives a great patient experience? Well according to a study of General Practitioners offices, the receptionist has a significant impact on patient satisfaction. How? Let me count the ways… The...
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Find Assets that Build Fan Affinity
What do football fans care about other than winning? Lots. Some care about having a kid-friendly environment, some care about being treated special – that customer care, and some care about food! To...
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Government Opinions Driven by Bad Customer Service
Have you ever had an issue with your water bill? How about the appraised value of your home? Concerned you’re overtaxed? Did the building inspector fail to show up as planned? Did the City leave...
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Higher Ed – All About Customer Service for Student Success?
I was presenting results of mystery shopping research years ago to a Higher Ed client. There were about 150 people in the room, and in the middle of the presentation, two professors stood up on...
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High Trust = High Patient Satisfaction?
According to a study conducted by researchers in the Department of Psychology at the University of Basel and Harvard Medical School, trust in doctors can lead to higher patient satisfaction. The...
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Taking the BRE Pulse
In the recent article Annual ‘Take the Pulse’ business survey underway, the Chester County Economic Development Council promoted the launch of its business retention and expansion survey. The CCEDC...
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